Citi's customer service is better than I expected

[UncleB]

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@UncleB wrote:

My own account combo seemed to go OK, but just a few days ago I transferred some of my Double Cash cash rewards to my newly combined Thank You points account, but the points never showed up (and the cash rewards went <poof> as well).  I did a chat and the rep said it can "take some time" but now that it's been a couple of days I'm starting to think there's a glitch somewhere.

It was a trivial amount in my case (less than $2 just to test the waters), but I'm glad I'm getting to work out the kinks before it actually matters.  Hopefully your experience will be smoother than mine.

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Credit where credit is due... today my TYPs finally showed up, so the chat rep was spot-on. 

I still find it odd that when I converted cash rewards to TYP before the account combo the transfer was instant, but in any case it's all good. 

Now back to our regularly scheduled program...

[FalconSteve]

I'm II and it constantly causes issues, it is terrible. Glad CSR was good, and that I'm not the only one here who hates phone calls. I thought that was a millenial thing until my mom and sister didn't want to call in the order to the pizza place (my future brother in law did, love him for that).

Seriously, a suffix is a life sentance for no crime, don't do it!

[Anonymous]

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@FalconSteve wrote:

I'm II and it constantly causes issues, it is terrible. Glad CSR was good, and that I'm not the only one here who hates phone calls. I thought that was a millenial thing until my mom and sister didn't want to call in the order to the pizza place (my future brother in law did, love him for that).

Seriously, a suffix is a life sentance for no crime, don't do it!

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Yep I'm the II too. My mom refused to let me go through life being called Junior (my dad is Texas born and raised and he wanted me to be Junior) which I am thankful for but I wish she would have put her foot down altogether because whether it's the DMV or credit cards, there are always problems. 

To be fair, I'm a millennial ('84), but I didn't mind calls until after working customer service for so many years. When your living involves talking to people all day long and you're normally a bit antisocial, you start finding ways of avoiding having to talk to people on the phone. I made exceptions for things like Comcast because retention could save me a big chunk of money with just a bit of work but generally speaking, I'll only call if I have no other option. 

[MrT_521]

I have never had trouble with Citi Customer Service. We recently had a problem that had two parts: one is still in process, and the other was taken care of nicely.

So, we are an expat family. In December 2020 we traveled to the US for a visit over the holidays. I have a CSR, and we wanted to get a credit card for my wife that would provide Priority Pass. We have a large family, so adding her as an AU to my CSR wouldn't cut it. We ended up getting her the Citi Prestige, whose Priority Pass membership allows unlimited guests if they're immediate family. I posted about this back when it was happening.

We applied for and received the card about 2 months before the trip. Time was getting short, and the Priority Pass card had not been received. I called CS several times, and was informed that there was a "glitch" and the account was not created. Finally, on the way to the airport, I called again and a supervisor told me to use the card to pay for the lounge, and they would compensate it after the fact.

We ended up using it twice. The charge at one lounge was $140, but at the other (at our layover at LHR) it was around $380. I was surprised that CS didn't ask questions about the high charges, but they didn't. They just simply credited the charges. In fact, they gave a general credit instead of crediting the charges directly, and we got TY points for the charges!

That said, the Priority Pass account has still not yet been created, 9 months after the card was opened. We won't need it for awhile yet, but we should start working on it again...

[AMJ50]

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@M_Smart007 wrote:

I would say for the most part, I have had pretty good experience with the Citi reps.

I believe I only escalated to a supervisor once.

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I use to work for citi Customer service, maybe 20 years ago, and we just had to be polite. We had to say thank you allot. The job was pretty easy, we couldn't really resolve issues, we had to send an email to another dept. I still can't get a citi card, other than Macy's.